Your Consumer Rights
Understand your protections and rights as a participant in government phone assistance programs. FCC regulations ensure fair treatment and dispute resolution.
Your Fundamental Rights
Fair Billing & Transparency
- Clear explanation of all charges
- Itemized billing statements
- No hidden fees or unauthorized charges
- Right to dispute billing errors
- 30-day payment grace period
Service Quality Standards
- Reliable network coverage
- Acceptable call quality
- Working device provided
- Timely customer service response
- Resolution of service issues
Privacy Protections
- Protection of personal information
- Opt-in marketing requirements
- No sharing without consent
- Secure data handling
- Right to access your data
Dispute Resolution
- Formal complaint process
- FCC arbitration options
- State regulatory agency recourse
- Small claims court access
- Free legal aid for low-income consumers
FCC Consumer Protections
The Federal Communications Commission enforces specific rules for government program participants.
Billing Rights
- Billing Disputes: 60 days to dispute charges after they appear on your bill
- Payment Arrangements: Right to set up payment plans for disputed amounts
- Late Fees: Cannot be charged during billing disputes
- Collections: Cannot be reported to collections during disputes
- Refunds: Providers must refund overcharges within 30 days
Service Rights
- Continuity: Cannot disconnect service during billing disputes
- Transfers: Right to transfer service to another provider
- Upgrades: Access to new services and technologies
- Quality: Minimum service quality standards must be met
- Emergency Services: 911 access always available
Device Rights
- Free Devices: Eligible for free or discounted phones
- Warranty: Devices come with manufacturer warranties
- Replacement: Right to replacement for defective devices
- Compatibility: Devices must work on major networks
- Quality Standards: Meet FCC refurbishment requirements
How to File a Complaint
Contact Provider First
Most issues can be resolved directly with your service provider within 30 days.
State Regulatory Agency
Contact your state's public utility commission for unresolved provider issues.
FCC Complaint
File a formal complaint with the FCC if other options don't resolve your issue.
FCC Complaint Process
- Gather Information: Collect bills, correspondence, and evidence
- Contact Provider: Try to resolve with your provider first
- File Online: Submit complaint at fcc.gov/complaints
- Provide Details: Include account info, dates, and description
- Wait for Response: FCC investigates within 180 days
- Follow Up: Contact FCC if you don't hear back
Common Consumer Issues
Billing Problems
- Unauthorized charges
- Incorrect discounts applied
- Late fees on disputed amounts
- Missing government credits
- Charges after cancellation
Service Issues
- Poor call quality
- Dropped connections
- Slow data speeds
- Limited coverage areas
- Service interruptions
Device Problems
- Defective or damaged devices
- Incompatible devices
- Missing warranties
- Activation issues
- Limited device selection
Customer Service
- Long hold times
- Unhelpful representatives
- Language barriers
- Missing responses
- Poor complaint handling
Prohibited Provider Practices
FCC Prohibitions
Providers are strictly prohibited from engaging in these practices:
Billing Violations
- Cramming (adding unauthorized charges)
- Slamming (changing providers without permission)
- Charging for free government services
- Waiving required disclosures
- Threatening service disconnection illegally
Service Violations
- Disconnecting service during disputes
- Providing substandard service quality
- Discriminating against program participants
- Failing to honor warranty obligations
- Misrepresenting service capabilities
Additional State Protections
Many states provide additional consumer protections beyond federal requirements.
State-Specific Rights
- California: Enhanced privacy protections and Spanish language requirements
- New York: Strong consumer advocacy and dispute resolution
- Texas: State regulatory oversight and complaint procedures
- Florida: Consumer protection laws and small claims court access
- Illinois: Attorney General consumer protection division
Contact your state's public utility commission or attorney general for state-specific protections.
Emergency Communications
911 Access Rights
You have the right to emergency communications regardless of billing status:
- Always Available: 911 access cannot be blocked or disconnected
- Accurate Location: Providers must provide location information to emergency services
- Text to 911: Text messaging to emergency services where available
- Emergency Alerts: Access to Wireless Emergency Alerts (WEA)
- VoIP Compliance: Internet-based services must support 911 calling
Need Help with Consumer Issues?
If you're experiencing problems with your government phone service, you have multiple avenues for resolution and support.